Satisfaction and Service Quality of Using High-Speed 4G Wireless Broadband in University Campus

Norzaidi Mohd Daud, Mohd Adi Mohd Kamal, Mohd Zuhair Zaharudin, Yang Haniza Jumhar and Intan S. Mohamed ()
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Norzaidi Mohd Daud: Universiti Teknologi MARA
Mohd Adi Mohd Kamal: Universiti Teknologi MARA
Mohd Zuhair Zaharudin: Universiti Teknologi MARA
Yang Haniza Jumhar: Universiti Teknologi MARA
Intan S. Mohamed: Universiti Teknologi MARA

Asian Business Review, 2018, vol. 8, issue 2, 75-82

Abstract: This paper aims to examine customers’ satisfaction with the product service quality rendered by high-speed 4G wireless broadband (YES!) and YES! Campus Store. 161 of 300 students were engaged from numerous faculties at Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia. Based on a survey, this study suggested that tangibility, reliability, responsiveness, assurance, and empathy produce negative results. It shows that the service rendered by YES! does not meet the expectation of customers’ satisfaction. This paper draws attention to the importance of having high-speed 4G wireless broadband in the campus as its impact on customers’ satisfaction as well as service quality at YES! campus store.

Keywords: Customers’ satisfaction; service quality; high speed internet; 4G wireless broadband; UiTM campus (search for similar items in EconPapers)
JEL-codes: O14 (search for similar items in EconPapers)
Date: 2018
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